Follow-up on My Complaint

I have to give the lab I complained about a big “thumbs-up” for responding quickly to my complaint about poor service. I waited 1.5 hours for a simple blood test due to inadequate staffing. I wrote to the head of media relations and in less than 24 hours, I received this response:

“We apologize for the poor experience you had during your visit. We are working on the appearance of our PSCs and staffing the labs appropriately. Unfortunately we are experiencing a shortage of service technicians and we are in the process of remedying this situation within the next 2 weeks. Along with this there will be re-training involved on how to handle PHI and confidentiality. We hope the next visit you have here…is a positive one and if you need any further assistance do not hesitate to contact me. Thank you for your feedback and have a wonderful day.”

My only complaint about this response, from the patient’s point of view, is that I don’t understand some of the acronyms used. I think they could use simpler language when communicating with clients. I might have an update for you in a future blog when I check up on whether they made any improvements when I return for another blood test in a few months.